Cisco Outbound Dialer issue

[Shalid Kurunnan Chalil]

Dear All,

Request your advise on below,

We have ucce 8.5.4 deplyed in cvp comprehensive model.

we are facing issue with dialer, out bound option is not working.

i could see below error from dialer and pim logs.

08:09:52:607 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:52:607 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:52:607 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:52:607 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:53:608 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:53:608 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:53:608 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:53:608 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:54:607 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:54:607 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:54:607 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:54:607 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:55:607 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:55:607 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:55:607 dialer-baDialer Trace: (FAILOVER)          SENT:HeartBeatRequest to CTI Server; InvokeId[1]

08:09:55:607 dialer-baDialer Trace: (DD)          **** Media Routing PIM is not Connected ****

08:09:55:607 dialer-baDialer Trace: (DD)          **** CTI Server indicated that peripheral is off-line, or peripheral online message not received yet****

08:09:55:615 dialer-baDialer Trace: CallListener creating mutex - Global\CCallListener9744

08:09:55:615 dialer-baDialer Trace: (FAILOVER)          Received:HeartBeatConf from CTI Server; InvokeId[1]

08:09:55:735 dialer-baDialer Trace: CSipUATelephonyServer::HandleKeepAliveTimer

08:09:55:765 dialer-baDialer Trace: SipISH-onSuccess:

SipResp: 200 cid=56159138-9f5c4318-1d6e1f1d-245bf074 tid=181f8a389042be27 cseq=OPTIONS / 1 from(wire)

could you any one please shed some light on it.

Regards,

Shalid K.C

[Senthil Kumar Sankar]

Hello Shalid,

I gone through the logs and found that MR PIM got connected to the dialer and Dialer is Active, The Probelm here is MRPIM is in NR state which is nothing but the PIM has established the connection but not able to route.

Can you check the Configuration of the Dialer and the PIM logs ?

08:10:14:592 dialer-baDialer Trace: (DD) Media Routing PIM Connected

08:10:14:594 dialer-baDialer Trace: ReceivedFromPIM: PG->Application:

Message = OPEN_REQ; Length = 27 bytes

   InvokeID = (423341718) Hex 193bae96

   HeartbeatInterval = (5000) Hex 00001388

   MsgInterfaceRev = (1) Hex 00000001

   Hostname: MSC3-AGENTPGB

   VersionNumber:

08:10:14:599 dialer-baDialer Trace: Application->PG:

Message = MR_REGISTER_VARIABLES_REQ; Length = 236 bytes

   InvokeID = (1) Hex 00000001

   Call Variable Mask: (1023)  Hex 000003ff

   NumberOfVariables = (7) Hex 00000007

   NumberOfArrayElements = (0) Hex 00000000

ECC Variable Name: BACampaign

Value: ScalarBACampaign

ECC Variable Name: BAAccountNumber

Value: ScalarBAAccountNumber

ECC Variable Name: BABuddyName

Value: ScalarBABuddyName

ECC Variable Name: BAResponse

Value: ScalarBAResponse

ECC Variable Name: BAStatus

Value: ScalarBAStatus

ECC Variable Name: BADialedListID

Value: ScalarBADialedListID

ECC Variable Name: BATimeZone

Value: ScalarBATimeZone

08:10:14:608 dialer-baDialer Trace: Dailer Status Change,Old Status:[suly.Dialer.BADialer-R]  [CM-A]  [CTI-A]  [Ports C:50,R:50,B:0]  [MR-X]  [SIP-A] 0xb

08:10:14:608 dialer-baDialer Trace: Dailer Status Change,New Status:[suly.Dialer.BADialer-A]  [CM-A]  [CTI-A]  [Ports C:50,R:50,B:0]  [MR-NR]  [SIP-A] 0x2b 08:10:14:592 dialer-baDialer Trace: (DD) Media Routing PIM Connected

Regards,

Senthil

[Shalid Kurunnan Chalil]

Dear Senthil,

Thank you for the response.

i have checked the configuration and it seems to be fine.

attached for your reference

[Shalid Kurunnan Chalil]

Dear Senthil,

1. imported the file and could see the ba  table is update with the list.

4:52:57:531 la-baImport Trace: Updating 500000 NULL GMT records for phone 10.  0 remaining. SQL: update DL_5000_5000 set GMTPhone10 = 180, DSTPhone10 = 'N' from ( select top 500000 DialingListID, GMTPhone10, Phone10 from DL_5000_5000 where GMTPhone10 is null) as t1 where DL_5000_5000.DialingListID = t1.DialingListID

14:52:57:531 la-baImport Trace: Build done for Campaign: Sales, Query Rule: Sales, 1 Records Inserted into DL_5000_5000  table  [Begin: 0 End: 1]

14:52:57:532 la-baImport Trace: Updating sm_used column in table [Sales] to value: 1

14:52:57:533 la-baImport Trace: 1 records left to be updated

14:52:57:645 la-baImport Trace: Update for sm_used column in table [Sales] to value: 1 has been completed

14:52:57:645 la-baImport Trace: Imported [1] good records into table [Sales] out of [1] total records. [0] records were bad.

14:52:57:645 la-baImport Trace: Closing the Database

14:52:57:679 la-baImport Trace: Renamed import file: [\\10.200.128.100\c$\ba\ba.txt] to [\\10.200.128.100\c$\ba\ba.txt.bak] for import rule id [5000]

14:52:57:679 la-baImport Trace: CImport::ImportFile - Released ImportMutex

2., from the campaign manager logswe  could see that  the records has been successfuly send to router.

4:52:57:531 la-baImport Trace: Updating 500000 NULL GMT records for phone 10.  0 remaining. SQL: update DL_5000_5000 set GMTPhone10 = 180, DSTPhone10 = 'N' from ( select top 500000 DialingListID, GMTPhone10, Phone10 from DL_5000_5000 where GMTPhone10 is null) as t1 where DL_5000_5000.DialingListID = t1.DialingListID

14:52:57:531 la-baImport Trace: Build done for Campaign: Sales, Query Rule: Sales, 1 Records Inserted into DL_5000_5000  table  [Begin: 0 End: 1]

14:52:57:532 la-baImport Trace: Updating sm_used column in table [Sales] to value: 1

14:52:57:533 la-baImport Trace: 1 records left to be updated

14:52:57:645 la-baImport Trace: Update for sm_used column in table [Sales] to value: 1 has been completed

14:52:57:645 la-baImport Trace: Imported [1] good records into table [Sales] out of [1] total records. [0] records were bad.

14:52:57:645 la-baImport Trace: Closing the Database

14:52:57:679 la-baImport Trace: Renamed import file: [\\10.200.128.100\c$\ba\ba.txt] to [\\10.200.128.100\c$\ba\ba.txt.bak] for import rule id [5000]

14:52:57:679 la-baImport Trace: CImport::ImportFile - Released ImportMutex

3. but the dialer is not working. and further from the dialer logs we found the above mentioned peripheral offline message.

4. couldnt find any thing in the mr pim logs.

how can we troubleshoot it further..

regards,

Shalid K.C

[Senthil Kumar Sankar]

Hello Shalid,

Is this the right IP Address 10.200.128.152 of the PG ?? In your Excel sheet i see 10.100.100.158 and 10.100.100.152 as the CTI Server IP Address which accepts connection o 42027 and 43027.

08:09:49:635 dialer-baDialer Trace: Trying to connect to server: 10.200.128.152 on port: 42027

08:09:49:635 dialer-baDialer Trace: socket open on Server=10.200.128.152 port=42027 08:09:49:635 dialer-baDialer Trace: Trying to connect to server: 10.200.128.152 on port: 42027
08:09:49:635 dialer-baDialer Trace: socket open on Server=10.200.128.152 port=42027

Regards,

Senthil

[Shalid Kurunnan Chalil]

Dear Senthil,

we have pair agent PG in each site.

10.100.100.152 and 158 is the PG where where MR PG is enabled(10.100.100.152).(Site1)

10.200.128.152 is the other side AgentPG (Site2).  the IP you have noticed in the excell is the CCM PG(AgentPG)

one question here, do i need to specify the CTI ip address when i configured MR_PIM, as you can see in the excel we kept it blank, assuming that it will be provided by agentPG-CCM.

---

and when i run the procmon dumpalloc utility i could see the campain and skill group, but the enable status over here shows as N.

again when i check configuration of campaign, query rule, dialer and import everything has been enabled.

refere the attachement.

-------

the dialer status also made active now. MR-A, refer attachement

Regards,

shalid K.C

[Senthil Kumar Sankar · Accepted solution]

Which Peripheral the CTI Server is going to monitor ? Did you configure the CTI IP and Port  properly durring Dialer.

10.100.100.152 and 158 is the PG where where MR PG is  enabled(10.100.100.152).(Site1)  But your screenshot tell this as a Generic PG.

But in you dialer Configuration the ICM Peripheral Name is CCM (check sheet 1 in your screnshot Excel sheet).. change the Peripheral name if the Dialer needs to monitor different Peripheral (10.200.128.152)

What sort of deployment you have ? Can you share the PG Explorer Screenshot and explain what exactly you are trying to deply

Regards,

Senthil

[Senthil Kumar Sankar]

Have you tried changing the Peripheral in the Dialer configuration from the Configuration Manager. Now is you dialer working fine ?

Regards,

Senthil

[Shalid Kurunnan Chalil]

Dear Senthil,

yes, you are correct..

when we checked the registry setting, we could see that the primary application host pointed to IP 10.200.128.152 which is as per our old design.

we are in the process of redeploying the MR PG with the correct IP.

I will keep you update the status of the issue once it has been done.

Thank you for the help man..

Regards,

Shalid K.C